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Service Design Lead

• As the creative lead, be responsible for the quality of all deliverables across a variety of projects.• Be a hands-on design expert, shaping the concept and seeing it through to detailed design and implementation across a variety of devices and platforms.• Communicate and envision service concepts and ideas using methods & tools that illustrate all the components and touch points of the service. Pulling together all aspects of service design offered by Creative Agency.• Inspire innovative approaches to design, using creative facilitation techniques and taking the lead at client meetings, internal company meetings, brainstorms and external design events.• Encourage innovative approaches to design techniques, enabling the design team to embrace different angles to a design problem.• Create “focused innovation” that balances the client’s business needs whilst meeting their goal of differentiation.• Create design briefs based on project proposals and client feedback.• Be opinionated and hungry to discuss the design being done within and outside Creative Agency.• Have an understanding of how user research should be integrated in to a project and a good understanding of all the other skill sets and expertise within Creative Agency, including Business Design, Business Development and Brand Marketing.• Embrace and harness new technologies.

Client facing:

• Analyze and respond to client briefs in a timely manner.• Manage and oversee the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders.• Establish relationships and liaise with key stakeholders throughout the project lifecycle.• Work with the Project Manager to issue regular status reports and troubleshoot problem areas.• Identify and alert the Project Managers to potential crises, and work with them to manage changes in scope and devise contingency plans.• Seek out, identify and respond to new business opportunities.• Alongside the Project Manager, identify, analyze and resolve risk.

Team facing:

• Communicate and define project roles, responsibilities and expectations to each team member at the start and for the duration of each project.• Break down business, user, and technology requirements into digestible components for the design team.• Instill project teams with the confidence and discipline to explore innovative design solutions while respecting client deadlines.• Manage and maintain team motivation and morale, offering emotional and logistical support.• Engage with freelancers and staff from other Creative Agency offices enlisted to support the project team, as and when required.• Manage different teams in parallel.• Identify and resolve issues and conflicts within the project team.

Design Planning

• Oversee the planning, scheduling and tracking of project timelines and milestones by the Project Manager, ensuring on time and on budget delivery of work.• Alongside the Project Manager develop and deliver progress reports, requirements documentation and presentations.• Work with the Project Manager and other SDLs to engage the most appropriate skill sets on each project.• Contribute to and participate in post project reviews.• React to project adjustments and alterations promptly and efficiently.